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tommy99

Mentor

 • 

54 Messages

Thu, Jan 26, 2017 4:30 AM

Could my internet issues be a bad Motorola NVG589 Modem?

Hi,

 

I've come to realize that my home issues with the internet could be a bad Motorola NVG589 Modem. The reason I say this, every few hours online, I get the browser window saying "more information is needed' and it is the ATT modem front page saying "no internet connection" so i check the modem leds and sure enough, only power/ethernet/wireless are lighted, broadband is red, service/phone are out. I can wait it out (maybe 10 minutes and the modem comes back on with internet access. But the quicker route is to power cycle the Motorola NVG589 Modem. I've turned off ipv6 as suggested from previous posting. Each time the internet goes out, I use my mobile app ATT Mark the Spot to send the issue. Out of the few dozens of sending to ATT, only once did it respond with "we are aware of a local problem and are working to fix" but all the other times, nothing.

 

So my question to anyone, what is the process of getting another Motorola NVG589 Modem to see if that is the issue? Can I get an "off the shelf" modem to test against? The problem with the Off the Shelf modem is I need to find one that has a phone line.

 

Thanks,

A frustrated uVerse customer

Responses

Accepted Solution

Official Solution

Community Support

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6.7K Messages

3 years ago

Hi @tommy99,

 

We are sorry about the issues you are having with your service. We are looking into this issue, and we are hoping that a reboot now will be able to get the issue corrected. Here is an article that goes over how to do it properly. If you do have a battery unit, be sure to remove it before doing the reboot. Let us know how it goes.

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

3 years ago

My U-verse ARRIS NVG589 has been working flawlessly over the last 3+ years until earlier this week. The broadband light stayed lit but the Ethernet light kept blinking (and there was no internet access).  This happened after my kids served the web which may just have been a coincidence.  I rebooted my wireless router (ASUS RT-N66R) and a never-seen-before Windows Security "Microsoft Edge" dialog box appeared requesting the ASUS router's user name and password (I am running Windows 10) which I entered with hesitation.  I still did not get Internet connection until I also rebooted the NVG589.  Now I have access to the Internet but am unable to access the NVG589 after entering the NVG589 IP address (http://xxx.xxx.x.xxx) that appears on the cover of the unit.  The error message reads "This Site Can't Be Reach".

 

Questions:

1.  How do I regain access to my NVG589 gateway admin page?

2.  How likely is it my ASUS wireless router and/or the U-verse NVG589 is hacked/hijacked?

 

Thank you.

 

 

ApexRon

Professor

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2.2K Messages

3 years ago

@im2bz2p

Flashing Ethernet light is normal.

 

Never use Microsoft Edge as it has countless issues regarding reaching sites. It's a poor attempt to protect users. Download either Firefox or Google Chrome. Try with either of the two browsers and advise.

_____________________________________________________
my thoughts

Employee

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14.5K Messages

3 years ago

[Edited] Contact AT&T and request a gateway be sent, but first...

 

Have a smart phone?

Have the myatt app on smart phone?

Know your ATT email and password?

 

Next time your out of service, access the app, sign in with email/password, about 6 lines down, run the Fix It Now portion.

This will run a total of 4 (no Uverse TV service) or 5 (Have Uverse TV service) test.

Walks through some basic troubleshooting, and if problem not resolved assists in creating a service ticket.

 

Could the problem be the gateway? Yes, or the gateways power supply, your house power, foreign voltage back feeding into gateway causing rebooting, loose connection either inside or outside wiring related, etc.

 

The point is the gateway is a small percentage of possibilities that after receiving a different gateway, if problems still persist need to schedule a service call. Recommendation, just schedule the call to begin with, potentially saves your time and leads to a resolution.

 

AT&T TIP - Try the Troubleshoot & Resolve tool for self-help available 24x7.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

3 years ago

Can't connect to the internet

Contributor

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1 Message

3 years ago

My att Uverse gateway has cut out and rebooted approximately 20 times in the past month.  The gateway reboots within a few minutes but this creates an untenable situation when my son is taking a test for his online college course that he cannot restart.  To be clear:  when this happens the internet goes completely out as well as the Uverse TV programming.  This cutting out has happened as frequently as daily for 5 days in a row.  Sometimes I have to reboot our receivers and other times they come back on when the gateway resets.

ApexRon

Professor

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2.2K Messages

3 years ago

@Msgreen904

What type of AT&T provided equipment do you have and what is the status of all the lights?

Does the WiFi connect?

What type of device are you trying to connect with?

Has this ever worked?

_____________________________________________________
ApexRon

Professor

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2.2K Messages

3 years ago

@spbmullin

Very likely either a router/gateway or circuit issue. Contact AT&T for service.

@ATTDSLCare @ATTHelpForums

_____________________________________________________

Teacher

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12 Messages

3 years ago

Gear: 

3800HGV modem as NAT router  (cat5 to netgear R6250)

Netgear R6250 AC as access point and gigabit switch (cat5 to Arlo hub, SmartThings hub, another gigabit switch in basement)

Trendnet Gigabit Switch (cat 5 to SmartTV and blu ray players)

Arlo cameras

SmartThings

Lots of ipads/laptops/cellphones/etc

 

My family has been complaining about "wifi" for couple months now.  Some if it is just the ipad games they are playing, glitches on game servers or whatever.  But I have also observed times where our internet service has just stopped.  On my ipad I see a spinning icon at top, left side of status bar when this happens I think.  When things are working okay, Ookla(?) speed test app reports we are getting close or better than our 6Mbps speed, 30ms ping. 

 

Last week called AT&T, they decided to send me a new modem (5268AC) since I was driving and couldn't debug with him.  I couldn't get it to install so they sent a AT&T rep to my house couple days ago.  He said since I have coax from outside to my 3800HGV, that the 5268AC wouldn't work like that.  It needs ethernet for the feed from outside, then coax to TVs only (I may be mis-stating a bit).  I decided to hold off on that so he offered to check signal and make sure all connections and splitters were good.  Also he sees no issues/errors with the 3800HGV so sticking with it for the moment.

 

Then last night observed a dropout, speedtest on ipad was really low like 0.1Mbps, web pages wouldn't load.  I was 5 feet from wifi Access Point.  No other devices actively gaming or streaming video (could have been smart home device traffic or devices in standby refreshing).  Unfortunately I forgot to check an ethernet hard wired computer at time this was happening to rule out wifi issues... I turned off 3800HGV wifi couple weeks ago, didn't help (I have had the a Netgear in Access Point mode for 1.5 years).  Turned off Arlo camera hub for a week, didn't help.

 

So how can I debug this further?  AT&T tech thinks I need faster service and while I agree that 6Mbps isn't enough to handle multiple audio/video streams and games and everything all at once... we have survived fine with that and I am already paying AT&T WAY too much every month for internet, tv + 2cellphones.  Plus I am confident these dropouts have happened at times when there wasn't high bandwidth usage.

 

Are there any logs in the modem I can access that would show errors?  Any other advice?

 

 

RhodesMan

ACE - Guru

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869 Messages

3 years ago

When these things happen it's important to test using an Ethernet connected device.

Sounds like you have a lot going on there. It could also be the way you have linked the RG and your R6250.

Also,  Using a smart phone load the the myatt app.

 

Next time you have an issue, access the app, sign in with email/password, about 6 lines down, run the Fix It Now portion.

This will run a total of 4 (no Uverse TV service) or 5 (Have Uverse TV service) test.

Walks through some basic troubleshooting, and if problem not resolved assists in creating a service ticket.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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2 Messages

3 years ago

I received an email from AT&T saying that my:  "Wi-Fi Gateway indicates that it does not yet have the lastest software version installed."  Instructions to reboot the gateway (to receive the updated software) only explains how to do this with gateways that have an internal backup battery.  My setup, however, has a separate external backup battery, and the instructions provided do not address my setup.  I think I can ASSUME, that I can follow the instructions and simply disconnect the cable from the battery to the gateway--which to me would be the same thing as removing the internal battery as the instructions call for. Yes, or No?

Community Support

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6.7K Messages

3 years ago

Hi @LarryBton,

 

Yes, ensure that the external battery back-up unit is disconnected from the AT&T Wi-Fi Gateway/Router for at least 20-30 seconds.

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
tommy99

Mentor

 • 

54 Messages

3 years ago

Hi, does ATT think it is the battery backup attached that is causing my router issue? After a manual restart of the router the internet comes right back. I've never had to reboot more than once to get reconnected. In fact, my router just had another "down" event and I rebooted the router to get back access. The reboot process isn't too bad if I were watching TV over Netflix. But most of the time, I'm online gaming and it goes out. The really suck part on losing connection in the middle of a "campaign" is I don't get the credit which means start again from the beginning. As of this writing, from when I first wrote on this issue, I've had to reboot the router at least 3 times per day.

 

The external battery backup is hardwired attached to the router so if the backup is bad, then the whole router/backup needs to be replaced. How do I disconnect the battery backup from the router?

 

Best,

Thomas

Contributor

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2 Messages

3 years ago

Thank you.

tommy99

Mentor

 • 

54 Messages

3 years ago

I don't have any issues with rebooting the router/modem.

MY issue is with the uVerse Internet going down at random times throughout the day.

When the internet goes down, I have 2 options:

1. Wait for the internet to come back online

2. Reboot the router/modem manually

 

I find that option 1 takes in upwards of 10 minutes to get internet back.

With option 2, it is faster, so this is the route I use to get internet back up and running.

 

My original post was, why am I seeing so much down time to which there is no answer.

I then reposted that maybe it is my router/modem that is the issue.

 

I have 2 options on how to reboot the router/modem.

1. Pull the power connector from the back of the router/modem

2. Power cycle the attached battery backup

 

BTW, for reference, all my computers and TV are using the wired method.

There are a couple laptops that uses wireless but these are not my gaming systems.

When the ethernet goes down, everything is down, wired and wireless.

 

I am guessing that I will just have to accept this and live with it and hope something changes in the futre that will give me more reliable service.

BTW, when I had DSL, my internet was up 99% of the time, the only times it went offline was during really bad weather but then everyone in my area went down too. I know that I cannot go back to DSL (I would love to just for this reason alone). Does the router/modem have any logs that is capture when it goes down? Or any utilities that I can install to capture for ATT support to investigate?

 

I have contacted ATT support, they said because it is intermitten and I can't pinpoint that unless the tech is here when it goes down, there is little they can do...

 

 

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